Mystino Casino - Рахунок гравця закрито, а виведення коштів скасовано.

I used the deposit bonus at this casino to play slots.

The bonus portion increased my balance, and when my balance reached about $7,000, I met the withdrawal requirements.

I applied for a withdrawal on December 6th.

However, even though I had completed identity verification and authentication of additional documents, the withdrawal was not made and I was left waiting.

Then, on December 31st, I suddenly received an email stating that my withdrawal had been cancelled, and when I tried to log in, my account was locked.

I have completed identity verification at this casino and was able to withdraw money the day before on December 5th, so I don't understand why my account was suddenly locked and I can't withdraw money.

I would like you to help me withdraw the money.

こちらのカジノで入金ボーナスを使用してスロットで遊びました。

ボーナス部分で残高が増え、残高が約7000ドルほどで出金条件を満たしました。

12/6に出金申請をしました。

しかし、本人確認と追加書類の認証を完了しているにもかかわらず出金されず、待っている状況でした。

すると12/31に急に出金キャンセルのメールが届き、ログインしようとするとアカウントがロックされていました。

こちらのカジノでは本人確認も完了していて、前日の12/5にも出金できているので、なぜ急にアカウントがロックされ出金されないのか分かりません。

出金できるように手伝ってほしいです。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me if you played other games too, like live casino, sports betting, etc.?
• When attempting to log in, do you receive any specific error message? Can you post a screenshot here?
• Have you contacted the casino's customer support regarding this issue?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I only played the slots.

I've attached a screenshot.

Email from customer support [email protected]

I'll forward it here

スロットだけて遊びました。

スクリーンショットを貼りました。

カスタマーサポートからのメールを [email protected]

こちらに転送します

Dear eripon8,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello eripon8,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Mystino Casino to join the conversation.

Dear Mystino Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] or via our Teams chat.

eripon8, Casino Guru

I hope you are doing well.

We would like to inform you that our team is currently reviewing the details of your case.

We will contact you once we have confirmed the situation. In the meantime, we appreciate your understanding and cooperation.

Thank you very much for your cooperation.

Complaints Team

eripon8様、Casino Guru様

お元気でいらっしゃることを願っております。

お客様のケースについて、弊社のチームが詳細を確認中であることをお知らせいたします。

状況が確認できましたら、ご連絡いたします。それまでの間、ご理解とご協力を賜りますようお願い申し上げます。

どうぞよろしくお願いいたします。

苦情チーム

Dear Mystino Complaints Team,

I'm looking forward to the information and evidence you can provide regarding the alleged violations of your terms and conditions.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.